Team Leader I (P10) (ICS Division: Service Desk) (Re-advert)
Position Summary
Introduction
The University of Johannesburg (UJ) is a vibrant and cosmopolitan university, anchored in Africa and driven by a powerful strategy focused on attaining global excellence and stature (GES). With an emphasis on independent thinking, sustainable development, and strategic partnerships, UJ is an international university of choice. The University is guided by the Vice-Chancellor’s vision of “Positioning UJ in the Fourth Industrial Revolution (4IR) for societal impact in the context of the changing social, political, and economic fortunes of Africa”.
Job description
- Effectively manage staff in delivering a speedy and efficient service.
- Ensure that individual performance measures/agreements are in place.
- Coach and mentor staff to achieve agreed performance targets.
- Develop a training and skills development plan for staff.
- Conduct half-yearly performance reviews with staff.
- Hold regular team meetings with staff.
- Provide quantified feedback on Incidents and service requests after customer feedback.
- Contribute to Problem Management for the investigation of the Root Cause Analysis of one or more Incidents.
- Deliver the same consistent quality of service to all customers.
- Transparently manage problem-solving efforts by providing regular stakeholder feedback to enhance participation and trust between ICS and stakeholders.
- Increase customer satisfaction.
- Conform to the Change Management process with 0 deviations.
- Ensure 100% of Incidents reported are resolved.
- Take ownership of incidents and service requests and see it through the resolution.
- Focus on business needs while providing customers with the best possible service
- Implement service desk goals that align with the organization’s business objectives.
- Follow the organization’s business processes.
- Demonstrate the value and contribution of the service desk to the organization.
- Recording Incidents and Service Requests to the relevant support analyst and ensuring that they are completed per SLA.
- Manage customer expectations.
- Analyze, diagnose, and resolve technical problems or escalate to the relevant support group.
- Provide IT Events Monitoring and Remote 1st Line support.
- Attend to IT-related Incidents, Service Requests, and Change Requests within the allocated SLA.
- Provide regular feedback to ICS Service Desk and Senior Management in a proactive and efficient manner.
- Assist in the drafting of staff communication for IT-related incidents and maintenance.
- Proactively notify Senior Management and Service Desk about service outages
- Timeous escalation to onsite 2nd Line support 15 min of failing to resolve.
- Provide test results from troubleshooting or investigations.
- Administration of ICS management and monitoring tools
- Oversight of functional monitoring screens
- Performance monitoring of all IT Configuration Items to ensure high service availability.
- Monitoring and reporting of all security breaches and vulnerabilities
- Ensure that all events reported on monitoring tools are appropriately logged and escalated.
- Update support documents
- Implementing new monitoring tools.
- Provide on-time monthly and on-demand reports.
- Administering all Changes within the IT Environment.
Minimum requirements
- Grade 12 (Matric)
- NQF 6 IT qualification or equivalent
- ITIL Foundation Certification
- A Certification
- N Certification
- Service Desk Analyst and Support Certification
- IT Support (4 years)
- Service Desk Environment (3 years)
- Knowledge of IT support.
- Knowledge client support services
- Knowledge of IT Events Monitoring
- Knowledge of Service Desk Technologies
- Knowledge of various IT Monitoring Tools (SolarWinds, SysAid, System Centre Operations Manager, etc)
- CCNA Certification
- Server Administration experience
- Any ITIL Intermediate certification
- Excellent communication skills.
- Customer relations skills
- Collaborate with other divisions.
- Managing Knowledge
- Collaboration
- Quality Driven
- Adaptability
- Attention to Detail
- Problem-Solving
- Results Driven
- Might be required to work outside normal working hours from time to time
- May be required to travel between campuses
- May be placed at any campus
Your application, comprising of a detailed Curriculum Vitae as well as the names and full contact details (including telephone numbers and e-mail addresses) of at least three traceable and credible referees must be uploaded before or on the closing date of the advertised post. Please also attach the following: a copy of your highest academic qualification, proof of registration with professional bodies you might belong to and if applying for an academic position, a list of accredited research output and/ or a portfolio of your creative output.
If you require technical support / assistance on the UJ e-recruitment website, please contact our service provider PNET on the following contact details: 0861 227337/010 140 3099 or email ujsupport@pnet.co.za.
Candidates may be subjected to appropriate psychometric testing and other selection instruments.
In conjunction to merit on the basis of qualifications, experience and proven achievements the University of Johannesburg is committed to providing equal employment opportunities for persons with disabilities and those individuals from the historically disadvantaged groups. As necessitated by operational requirements the University reserves the right not to make an appointment to positions advertised. If you have not received a response from the University within 8 weeks of the closing date, you should assume that your application has been unsuccessful.
